This leading telecommunications company was facing difficulties with a few aspects of their
inbound call program. They wanted to solve customer issues as quickly as possible without
having to transfer customers to other departments. Above all, the provider wanted their agents
to provide an excellent customer experience quickly and efficiently. This major company
specifically wanted to improve three call metrics—service level to 80%, average handle time
to 8.3 minutes, and call work to 5%. After an outside agency failed to bring call metrics up to
the business’s objective values, they decided to partner with Etech Global Services in this
department after Etech’s success in other areas.

In an attempt to appeal to today’s internet-oriented generation, some schools have begun to implement live chat on their websites. By engaging prospective students on the website, representatives can quickly answer any questions that may have turned away students in the past.

The leading college educates over 90,000 students in more than ninety 90 North American locations. This college offers small classes on their campuses and over the Internet. The university’s highly specialized programs include business, engineering, healthcare, liberal arts, and technology.

Call compliancy, or adherence to the laws surrounding telemarketing, is absolutely essential for a business to lawfully operate. Failure to fully comply with the complex and ever-changing federal and state Do Not Call rules is no longer an option for companies engaging in outbound telephone solicitation. The ramifications of non compliance have grown increasingly strict. Enforcement agencies at the state level now routinely levy fines against companies for DNC violations.

My Plates must cater to a web-savvy customer base, one that expects to see live chat on its site. "Many of our customers are young, between 20 and 30 years of age. We knew at the time of launch that we'd have to offer live chat for sales and service support, " explained Sean Kennedy, Vice President, My Plates."But who would staff and manage the channel? That was a big concern for us."

A leader in the mobile phone industry, this major company has over 93 million customers worldwide and over 2,000 retail locations. They own and operate one of the largest 4G LTE networks in the United States and offer data and voice services to more than 200 countries around the globe. The telecommunications giant offers information, entertainment and communications through the most advanced fiber-optic network in the nation.

Etech Global Services had been partnered with the leading bank for eighteen months. During this period, Etech was the highest performing partner for the acquisition program for 15 of the 18 months. Etech consistently maintained performance at a level above the bank SLA of 52%. In all areas of the program, Etech exceeded the bank’s expectations.

The rise of the Internet has brought even greater convenience to the consumer shopping experience. Online shopping has become a huge boost to profits, and many companies are doing all they can to make online sales stronger. With the creation of live chat, companies have discovered a way to provide great customer service without a sales associate’s physical presence. Many online companies are actively engaging customers on their websites, growing their customer base.

This leading telecommunications company had higher than desired churn rates, especially in their Hispanic Market segment.  They needed to find a solution to win back their Hispanic customers cost-effectively.  Developing a strong Win-Back Program is challenging in itself, but trying to win back Hispanic customers throws in additional complexities.

One of the key aspects to ensure that a promotional offer does well is to get timely feedback and reactions from customers in the first few days. This helps companies quickly make adjustments and changes to their promotional offers. In today’s competitive marketplace time is money and a delayed decision or an incorrect decision directly impacts revenue and profits. So, it’s imperative that companies close this gap to ensure that they are ahead of the competitors in the marketplace.

The company chose Etech Global Services’ Quality Assurance division, Etech Monitoring Solutions (EMS), for their deep industry experience led by QA experts with over 20 years of experience. The EMS solution included process mapping and gap analysis to understand their existing challenges with conversion, creation of an evaluation checklist for QA monitoring, and analytical reporting and trend analysis that can drive conversion improvements. The solution was implemented in less than 30 days.

The company chose Etech Global Services due to their deep expertise in web chat sales and the
host of best practices they provided. Etech’s solution included world-class training, quick staffing
and roll-out capabilities, fast chat responses, 24/7/365 service, stringent quality monitoring,
deep business intelligence and state-of-the art technology. The chat
technology included sophisticated rules engine, prioritization routing
and advanced analytics to provide the most effective chat solution
available. The solution was implemented in four short weeks.